Research shows chatbots are a pain in the proverbial
The Drum reported that new research reveals a rise in consumer dissatisfaction with the increasing reliance placed by brands on automated chatbots, with one in five urging firms to abandon the practice in favour of real-time messaging with actual staff. The research found that 45% of respondents described their own experience of chatbots as ‘annoying’ while no less than 78% dismissed the technology as too impersonal. Widespread dissatisfaction with the service provided by chatbots has done nothing to dent the enthusiasm of marketers, with 80% of CMOs either already using the technology or planning to do so by 2020 according to a separate Oracle survey. Yet another technology that looks attractive on the surface, but it is actually shallow and, in the end, annoying for the consumers.